Sparkcentral, by Hootsuite

Sparkcentral, by Hootsuite

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Score 9.0 out of 100
Sparkcentral, by Hootsuite

Overview

What is Sparkcentral, by Hootsuite?

Sparkcentral by Hootsuite is a social customer care solution that aims to let users keep a personal touch, as a cloud-based customer engagement platform that caters specifically to customer care teams within large enterprises, enabling them to deliver real-time social...

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Recent Reviews

Best Review Ever

8 out of 10
November 04, 2016
We currently utilize Sparkcentral for our social media care platform. This platform allows us to engage with customers via Twitter and …
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Reviewer Pros & Cons

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Video Reviews

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Pricing

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Starter Package

$

Cloud
Unlimited amount of seats, Best for starters in Messaging

Omnichannel Package

$$

Cloud
Unlimited amount of users, Best for growing Messaging Teams

Enterprise Package

$$$

Cloud
Unlimited amount of users, Best for advanced organizations

Entry-level set up fee?

  • Setup fee optional

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services
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Product Details

What is Sparkcentral, by Hootsuite?

Sparkcentral by Hootsuite is a social customer care solution that aims to let users keep a personal touch, as a cloud-based customer engagement platform that caters specifically to customer care teams within large enterprises, enabling them to deliver real-time social customer service. Sparkcentral's software generates profiles on every social customer to ensure that the right conversations are automatically prioritized and routed to the customer support team, who can then respond quickly and accurately.

Whether for a performance-focused solution, an increase in customer satisfaction or a perfectly balanced messaging strategy, Sparkcentral is designed to help find a customized solution to reach your goals.

Sparkcentral boasts users among clients such as Emirates, Air Canada, Engie, AXA, DPD, Concentrix, Noon, Careem and Slack.

CRM Features

Customer Service & Support Features

  • Knowledge Base
  • Customer Support Portal
  • Case Management
  • Call Center Management
  • Support Analytics

Reporting & Analytics Features

  • Dashboards
  • Customizable Reports
  • Scheduled Reports
  • Alerts / Notifications

Customization Features

  • Custom Fields
  • API for Custom Integration

Security Features

  • Multi-factor Authentication
  • Role-based Authorization
  • Field Level Access Control
  • Single Sign-on Capability

Social CRM Features

  • Social Data
  • Social Engagement
  • Social Collaboration

Integrations with Third Party Software

  • Enterprise Resource Planning
  • Data Import and Export Features
  • Social Media Management
  • Help Desk
  • Call Center Routing

Platform Features

  • Cloud-based
  • Mobile Access

Sparkcentral was acquired by Hootsuite in January 2021.

Sparkcentral, by Hootsuite Features

  • Supported: Intelligent Routing
  • Supported: Seamless Escalation
  • Supported: In-App Messaging
  • Supported: Social Channel Customer Service
  • Supported: Text Customer Service
  • Supported: Reporting & Analytics
  • Supported: Customer Profiles
  • Supported: Customer Personalization
  • Supported: Knowledge Base
  • Supported: Macros
  • Supported: Contextual Engagement
  • Supported: Omnichannel
  • Supported: Transcripts
  • Supported: Pop-up Chat
  • Supported: Co-Browsing
  • Supported: Targeted Emails
  • Supported: Conversation Archiving
  • Supported: Team Inbox
  • Supported: Visitor Activity
  • Supported: Help Desk

Sparkcentral, by Hootsuite Screenshots

Screenshot of Centralized Customer Care - Manage all channels in one universal queue with Sparkcentral's easy-to-use Agent Desktop.Screenshot of Personalization - All relevant customer data is at your fingertips: data shared by the digital channel, CRM, data collected by your bot, data manually entered by service agentsScreenshot of Chatbots - Leverage the same bot across different interfaces to automate engagement, quickly respond, and optimize your workflowScreenshot of Reporting - Monitor performance in real-time with analytics on the metrics that matter most to you (CSAT, SLA, CES, agent and cost efficiency)

Sparkcentral, by Hootsuite Video

Sparkcentral, by Hootsuite Downloadables

Sparkcentral, by Hootsuite Integrations

Sparkcentral, by Hootsuite Competitors

Sparkcentral, by Hootsuite Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesGlobal
Supported LanguagesEnglish Interface, Software can accept any language

Frequently Asked Questions

Verint Messaging, Khoros Care, and Salesforce Marketing Cloud Social Studio (Radian6 + Buddy Media) are common alternatives for Sparkcentral, by Hootsuite.

Reviewers rate Support Rating highest, with a score of 10.

The most common users of Sparkcentral, by Hootsuite are from Enterprises (1,001+ employees) and the Internet industry.
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Comparisons

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Reviews and Ratings

 (26)

Ratings

Reviews

(1-12 of 12)
Companies can't remove reviews or game the system. Here's why
November 04, 2016

Best Review Ever

Score 8 out of 10
Vetted Review
Verified User
Pros:
1. Layout is more user-friendly than the previous platforms.
2. Real-time data on system issues where each user is able to see it and respond accordingly.
3. The previous option to see another user responding to the customer while in training.

Cons:
1. No truly unified queue.
2. The option to see another user responding was removed in a recent update.
3. Bulk resolve doesn't allow you to choose the posts that will be deleted.
October 28, 2016

Delightfully Satisfied

Tukio Machini | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Sparkcentral does what it has offered to do, where other software made empty promises, Sparkcentral delivers. They also inform us, anytime they are undergoing maintenance or when Twitter or Facebook has an API change, where in previous cases we would have to discover this ourselves.
October 25, 2016

My Sparkcentral Review

Renn Johnson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
I selected Sparkcentral because I am a social media engagement director, so engagement is top priority for me and Sparkcentral does exactly that. It's not focused on marketing, word clouds, etc. It's focused on the incoming social media volume of your brand.
Ellice Soliven | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Sparkcentral is very organized and robust in terms of using it for customer service/tech support. It allows you to record detailed information about your customers, and provides thorough customer support histories which are very helpful as well.
Score 10 out of 10
Vetted Review
Verified User
Sparkcentral is in an excellent place - they are the only true stand-alone social media customer care platform. We also provide support through Oracle RightNow (Chat/email), but the social add-on for that appeared to be weak. Hootsuite works fine for small teams of low volume customer care, but for a dedicated social care platform, we could not find anything else worth considering.
Andrew (Drew) Johnston | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
A few months ago we decided it would be smart to look into back up options in case Sparkcentral ever had technical issues (it never has, but we like to have redundancies in place) and I could not find a company or product that offered all the features I love and have become used to with Sparkcentral. Similar products put statistics and analytics at the forefront of what they offer, which in turn creates a confusing interface with a lot of things our customer service agents do not need or want to deal with - this makes training on the product difficult. Sparkcentral offers these same great statistics/analytics but in an organized interface that does not interfere with our primary use of the product: engagement. This may be a cliche phrase, but I literally can't image what we would do without Sparkcentral.
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